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We currently use our test environment for training our new service desk staff on IFS assyst, however, we currently do not update any knowledge procedures in test so when they are doing the testing with the new analysts the new analysts are seeing outdated information. It seems like a lot of resource time to update KP’s in test and then production to ensure the environments are in alignment so they can be utilized for training new hires.

 

Have you ran into this before? What do other clients do in this scenario? What do you do internally for IFS to maintain the test environment?

 

We are making changes non-stop the KP’s (we have two full time resources who focus on knowledge management) so to maintain KP’s in both environments would be impossible.

Im unsure why you would to maintain different Knowledge bases between prod and test environments? 

Why would you not create and maintain all your articles in production, then if they are for Test only, mark them as discontinued in Prod - when your dataset is refreshed over to test, you just need to un-discontinue them as necessary? 

Can’t you export all of your knowledge via ETM/Data Management Worksheets in Prod, sort them by creation date, delete the ones you don’t need/already exist in Test and then import them in ETM in your Test environment?

That is what we are going to do.

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